Service Standards - Downloads

Service standards set out the levels of service that our tenants have a right to expect from Housing Pendle - and let our staff know what is expected of them.

They have been developed with tenants but in order to make sure we continue to deliver on these, staff from different service areas regularly monitor them.

Findings in 2008/09 have included:

Customer Care – Need a sign in reception showing opening times; improve leaflet display in reception; remind staff to wear badges.

Improving Services – Tenant options in managing their homes needs to be clearer; need to publish improvement programme on website; publish satisfaction survey results; need bme/disabled/older tenants on Equality & Diversity (E&D) Group.

Treating you Fairly – Ensure STATUS satisfaction survey findings are acted upon; involve tenant representatives on Equality & Diversity Group; some reception seating needs to have armrests.

Actions have included:

Review of reception underway
New name badges ordered
Really Useful Tenants Guide updated and being consulted on
Satisfaction survey supplement published
Equality & Diversity sub-group boasts both staff and tenant membership - mix of gender, ethnicity and disability
Issues from satisfaction survey in Operational Plan

Whilst Service Standards are being checked internally, we are also looking to train some tenants to help with the monitoring process.

PDF File Service Standard - Dealing with anti-social behaviour: V1Q/2009 (2522 KB)